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    Complaints Specialist - United Kingdom - Vodafone

    Vodafone
    Vodafone United Kingdom

    3 weeks ago

    Vodafone background
    Description
    Press Tab to Move to Skip to Content Link

    Business Area:
    Local Commercial Operations
    Full Time /

    Part Time:
    Full Time


    Contract Type:
    Permanent

    At Vodafone, we're working hard to build a better future. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
    We challenge and innovate in order to connect people, businesses, and communities across the world. Stoke On Trent / Hybrid (Blended home working)
    Onsite a minimum 8 days per month at the Stoke on Trent Contact Centre

    Working Hours:
    Full Time 37.5 hours weekly rotating Monday to Sunday 8-8 Including Bank holidays

    Hybrid
    At Vodafone UK we believe that through collaboration and connection we can achieve great things.

    Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role.

    Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

    At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company.

    We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.


    Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront.

    From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.


    As a Complex Complaint Specialist you will be responsible for taking ownership of our very complex customer complaints and use your natural curiosity, tenacity, active listening, and relationship building skills and your ability to connect to investigate, review and resolve.


    This is not just any complaints handling role - you will be dealing with a wide range of complex complaints relating to all product types, including those that are FCA reportable.

    This may involve speaking to vulnerable customers, including people that are experiencing financial hardship.

    You will be expected to work autonomously, applying a moderate degree of personal judgement in each individual case, and utilising resources, systems, processes, and networks effectively.


    You will work closely with high-profile internal and external stakeholders, including our General Management Team members, media relations, and regulatory bodies, to ensure that all complaints are resolved successfully and in a timely manner.


    To be successful in this role, you must have proven complaint handling experience, ideally within a regulated sector, and the ability to make informed decisions while keeping the customer at the heart of everything you do.

    You must be empathetic, customer-centric, and possess a high degree of emotional intelligence, as you will be dealing with vulnerable customers on occasion.


    At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.

    If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

    That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects.

    We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes.

    We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

    Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

    If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website ( for guidance.

    We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.

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